Like many others I have been an avid user and supporter of Smartthings,. I want Smartthings to continue to evolve into a product and service that people are excited to adopt, the way that I was when I first jumped on board.
Samsung has made many mistakes in its evolution. Many users were negatively impacted by the merger of their Samsung and Smartthing accounts. I was one of those effected and I ended up with two “Home” locations, neither of which I can delete.
Over the last three weeks I have contact Support over half a dozen times. The aptitude level of the support agents is less than that of the average Community poster. Each time I call I spend half an hour to an hour on hold before I get a representative. The agents repeatedly put me on hold for five to ten minutes at ta time. They instruct me to perform all the steps that I have repeatedly performed to no avail. After wasting an average of an hour and half on each call, I am told that they can not help and will put in an escalation ticket. I never receive a call back. My issues are never resolved.
Finally, I decided to factory reset my Hub, which was supposed to remove my Devices and Locations. It did not, so I manually removed Everything. I still could not delete either location. I added all my devices back but can’t add routines. This is well documented in the forums and the answer is to call Support. I have called them many times about this issue without success. I have had no Routines for over 2 weeks now.
Honestly, I hate to trash a product that I once loved. But Samsung is doing everything in its power to get me to leave.
So here’s my question: WTF do I have to do to get Support to fix my problems?